Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, 2025 I came across a listing on Cargurus for a 2012 ***** Odyssey for $11,500. I inquired about availability. I received a text it was available and communicated back and forth how we were 8 hours away and willing to make the drive as it was a very attractive deal as far as mileage and price. My husband and I planned to drive down together that same evening after he got off work as we had pre-approval from Navy Federal that covered the draft numbers texted (which did reflect the $11,500 price). Turns out I get majorly sick during the day and cannot travel. We made the decision to buy my husband a flight down (terrible idea letting them know this). My husband arrives the next morning and he sends me a text of the paperwork and they have the van listed as $13,999. I inform him that's wrong based on everything I had been told and received. They told him the other price was based on trade in, but that was also a lie because I sent him a picture where it showed trade value $0. Not only did they not honor advertised rate, they tacked on an unexpected $1500 for some paint protection nonsense (which is hilarious as the paint on this one is chipped. I mean it's 12 years old). There was also a $1299 pre-delivery fee which was explained to him as paperwork processing and getting it ready and non negotiable (he said he was told he could not decline the protection plan as well). Yet the e-filing for paperwork was it's own $500+ fee. If I didn't have Covid I would have been there to catch all of this deceptive footers. I'm a manager in the hospitality industry and this is not how you do business. They took advantage of someone that had flown down to their business to further line their pockets and that is disgraceful.

  Business Response

  Date: 04/09/2025

  The deal was honored as agreed upon and the customer no longer has an issue and is happy.

  There was some confusion on the initial numbers (out of state taxes, plate and fees) which were agreed upon at the time of sale but once explained was not an issue.

   

   

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 ******** on Sept. 17th ***** from ********* ******* of Gettel Kia of Bradenton ************ Christian,As we discussed in texts regarding the 2014 E350 I purchased on Sept. 17th from you along with three detailed videos and my specific description of the condition of the car I asked for from you living 2 1/2 hrs each way.. that I have! also the loud noise coming from the engine compartment I told you about the very next day ( the broken mounts) that I will take it to ********, find out what it is and let you know! I got it in today Oct 16th!Below is the Shocking Real Condition of the car! I am Really Upset and Dissapointed that You and Your Dealership would try and get away without repairing it and allow a used car to be delivered with two collappsed Motor Mounts and Transmission mount! If they really performed a Safety Inspection they would have seen that! And then when I went to put the top down for the first time It didnt go down or up " As it Should " your words exactly On Video! You cannot operate that top without You KNOWING .. IT NEEDS REPAIRS! It does not operate .. As it Should!! I have a New Video Today at ******** that illustrates this! I have you on video telling me that it works .."As It Should" You Kept that from me!! .. Non Disclousure of a Known Material Fact .. After I asked you spacifically! About the **** and the Top! I have All Texts, emls,!Now that I think about it your the Only One that showed me the car with the top already down! ..never showed me it in operation? I Trusted You! I Would like your Dealership Do the Right Thing and Send me a Check for repairing the Top and ************************************* Mounts for $4,477.83 send Fed-X I already paid to have All the Nessarry Work Done! Something Nobody Purchasing A Car From A Dealership Should Ever Have To Do! And this Very Bad Situation will be Corrected.. "As IT Should" please Reply by Friday 5PM *** *. Ferragamo

  Business Response

  Date: 10/23/2024

  Mr. Ferragamo,

   

  Good afternoon. If you could please send me the video of what you stated in this complaint so I can review it. I have asked about the inspection and it does appear the top was fully functional. I have reviewed your deal from September on the 2014 ************* and it appears that both parties were aware that this vehicle was purchased as is, which was also signed by you as well. If you could send the videos to ******************************** as soon as possible that would be great.

  Sincerely,

  **** *****

  General Manager

  Gettel Kia of Bradenton

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22453382
  
  I am rejecting this response because:

  I am sending you this eml that I sent to ******** (sales **** sold me the car along with two descriptive Videos I asked for that Now Have Been Deleted because they show him telling me everything works as it Should!)  also, along with the ************* Work to be done Bill I received 
  ( click on the orange link to open) The Convertible Top to repair is $2,459.12 and the ************************** Mounts and the Broken Transmission Mount is  $2019,71 M.B. Told me that they cannot let the car out because it`s Unsafe  (The Motor & Transmission Not Attached to Frame when you give it gas the motor, Transmission Twists up making the car hard to handle! " Crucial to repair ASAP!" they said they didn`t want to be Liable! I paid $4,480,00.    
  
  I am also sending you video of my car at ************* showing the Tech. Trying to Operate the Top But it 100% Does Not Operate " As It Should " Sales person`s Line on the deleted Video`s! 
  I have never before been Deliberately Lied to Miss lead about a Know Material Fact and then covering it up!
  Also, they had to know the condition of the car When They took it in On TRADE .. Guaranteed! 
  The owner purchased a New *** SUV.
  
  Sincerely,
  
  ****** Ferragamo

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22453382
  
  I am rejecting this response because:

  I am sending you this eml that I sent to Christan (sales **** sold me the car along with two descriptive Videos I asked for that Now Have Been Deleted because they show him telling me everything works as it Should!)  also, along with the ************* Work to be done **** I received 

  ( click on the orange link to open) The Convertible Top to repair is $2,459.12 and the ************************** Mounts and the Broken Transmission Mount is  $2019,71 M.B. Told me that they cannot let the car out because it`s Unsafe  (The Motor & Transmission Not Attached to Frame when you give it gas the motor, Transmission Twists up making the car hard to handle! " Crucial to repair ASAP!" they said they didn`t want to be Liable! I paid $4,480,00.    

  
  

  I am also sending you video of my car at ************* showing the Tech. Trying to Operate the Top But it 100% Does Not Operate " As It Should " Sales person`s Line on the deleted Video`s! 

  I have never before been Deliberately Lied to Miss lead about a Know Material Fact and then covering it up!

  Also, they had to know the condition of the car When They took it in On TRADE .. Guaranteed! 

  The owner purchased a New *** SUV.

  
  
  Sincerely,
  
  ****** Ferragamo

  Business Response

  Date: 10/30/2024

  Mr. Ferragamo,

   

  Good afternoon. I appreciate you taking the time to send me the videos from *************. When reviewing the information you provided the question that I have is when did the top not work? As seen in the video from ********, it would be extremely difficult for a single person to send a video of the convertible top cause most have steps in order to lower the top. Without seeing the video provided from snapcell, I would not think there was not any malicious intent due to the steps you have to follow to lower a convertible top with one person involved making the video. Did Mercedes send you pictures and video of the motor mounts that they said needed replaced?

   

  Thanks,

  **** *****

  General Manager

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22453382
  
  I am rejecting this response because: I got rushed to the hospital on the early morning of the Hurricane Sept. 27th due to over heating, Vertigo for 4 days and couldn`t drive for two weeks because of dizziness nausea ,did not have the chance to even drive that car maybe untill 10/16/ when I took it in to Mercedes!      I have two other cars, The video I sent you clearly shows the car at ************* and their Tech trying to operate the top as it Malfunctions several times getting Stuck and the Tech assisting it while pushing it as it stops and gets Stuck! I am the one taking the video and you can hear my voice saying to the Tech it did the same thing with me, and I said " Can you believe they sold me the car this way!"  You also have a complete Estimate of the many items that need Attention that your service ***** Failed to even do a safety check on the car where they obviously missed the broken collapsed Motor and Transmission Mounts which made the car hard to handle all the way home, I texted Christian the very next day explaining to him that there`s a loud noise coming from the front of the car that I will take it in to ************* for an Estimate from *************, I have the text!   the work order RO/TAG #******. Was forwarded to you and ********! 

   

  
  Sincerely,
  
  ****** Ferragamo

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago I bought a car. Right after that I put new rims and new tires on it. 3 months ago my transmission started slipping. About a month ago, I took it in to be serviced since im still under warranty and I told them it was slipping. Since getting it back, the transmission is still slipping, transmission NOW has gouges in it from what appears to be a crowbar because the correct tool would not cause that damage, and hub bolt NOW has slices in it. I went in on 10/15/2024 and spoke to *** marriot about my concerns. He was very cold and did not take me seriously but still got my car in. On 10/16/2024, I took my car in and I later got a voicemail from ****** ******** saying that the transmission slipping is normal. I went in and spoke with her and she admitted to my face that they messed the car up but they will not fix it because of the after market add ons. The after market add on are new rims, new tires, wide body and exhaust. When I tried to get her to further explain, she would not. They have worked on my car before with no issue with these add ons, but now that there are damages, they dont want to fix their mistakes.

  Business Response

  Date: 10/17/2024

  Mr. *******,

   

  Good afternoon. I apologize for your recent experience with our service department at Gettel Kia of Bradenton. Since I have not personally looked at your vehicle what size are the rims and tires? I will be more than happy to take another look at your vehicle for sure. Please let me know what day during the week works best for you. 

  Thank You,

  **** *****

  General Manager

  Gettel Kia of Bradenton

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do yourself a favor and go to another Kia ******* Integrity is non-negotiable, and unfortunately, this dealership falls short. The advertised prices on their website are misleading; they engage in a bait-and-switch tactic by adding a mandatory ceramic undercoating package to the vehicle.We are filing a complaint with ***********************, the Attorney General of Florida, because there is nothing more infuriating than a dealership that lacks integrity. This deceptive practice is used on all vehicles to lure customers in. They attempted to hide it in fine print at the bottom of the page, but their actions clearly violate the Consumer Protection Act of ******* and the verbiage they used is no complaint verbiage. Its time for accountability and a teachable moment for the franchise owner of this Kia *********** My brother is an attorney and validated the lack of compliance and improper verbiage . Buying else where and ensuring this dealership is taught a valuable ****** in ethics . Press release will follow from our PR firm its the least we can do!

  Business Response

  Date: 07/26/2024

  ******************** has been satisfied. I spoke to him and his wife about the package that they referred to and purchased the vehicle today.

   

   

  Thank You,

  *******************

  General Manager

  Gettel Kia of Bradenton

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 11, 2024 I purchased a 2015 mini countryman from Gettal *** of Bradenton. I was upsold 2 separate warranty by the finance manager ********************************* at the time I signed the documents. One was auto car care for $459 and another called Auto ****** for $527.50. Both of these have full refund if cancelled within 30 day cancellation clause.On January 20, 2024, I returned to dealership and spoke to finance manager ********************************* about canceling these to products. He had me fill out a cancellation form and back dated it to January 11, 2024 as he said it was easier for paperwork. He said it takes 6-8 weeks for refund to bank account. On march 11, 2024 I received the refund of $459 to my bank for the car care. On april 25, 2024 I sent email to Finance Manager ********************************* and sales manager *********************, inquiring about refund for Auto ****** of $527.50. No response.On april 30, I left voicemail for *********************************** inquiring about refund of $527.50 for Auto ******. No response. On 5/7/2024, I left message for *********************************** reguarding refund.

  Business Response

  Date: 05/10/2024

  ****,

  Good Morning. I apologize for ******** not getting this resolved for you. I will get this handled for you and make sure that the refund is expedited as well. What is the best phone to reach you at?

   

   

  Thank You,

  *******************

  General Manager

  Gettel Kia of Bradenton

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21692928
  
  I am rejecting this response because:  I appreciate the response from the ** and the phone call from Finance Manager, ******.  ****** explained it was a mistake and will be processed,  however,   I still have not received the $527.50.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/26/2024

  Good morning. We have received proof that cancellation was applied to his loan per his lien holder. We can email to the consumer as well if he would like?

   

  Thanks,

   

  ***************

  General Manager

  Gettel Kia of Bradenton

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21692928
  
  I am rejecting this response because:  I don't see the credit of $527.50 and the lienholder, who is my credit union that I use for all my vehicle loans and credit cards is telling me they do not see it either.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/13/2024

  Good morning. I figured this out so there was a maintenance contract that was cancelled as well is why the amount the lender sent was 459 to his loan balance. I have figured out the auto ****** which the check will be mailed to him today. Sorry for the confusion.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ask** them on numerous occasions to send me a copy of the paperwork that I sign** at the time of purchase that is not in a zip file either mail it to me or email it to me I've tri** to open the zip file that they email** to me. I'm unable to open it if I'm able to open it on a computer it asks me for a password which was not provide to me the second problem I have is I have call** them on numerous occasions left a message to get my ignition fix** I have an issue with my ignition but nobody will return my call so that I can get this problem fix ** basically I feel like they sold me the car and their job was done and no longer want to have any contact with me I did call another dealership but they told me I had to take it back to this dealership because where the original recall was done. the ignition I feel that they put in my car is faulty

  Business Response

  Date: 04/18/2024

  I apologize for the issue with your electronic documents and I will have them printed for you today, when would you like to pick them up? We can also try to email them again if you would like?  Also did you purchase the car in your name only if not who else also signed documents? I will also have our service director ************** contact you today as well. Please feel free to contact me at anytime as I am here to help anyway that I cant at *********************** or **********************************

   

  Thank You,

   

  *******************

  General Manager

  Gettel Kia of Bradenton

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21591098
  
  I am rejecting this response because:

  I was very adamant about not paying for gap insurance telling them I did not want it but as you can see from the document after they claimed it was going to be no charge to me they charged me $560 I want a refund they lied to me and I don't appreciate it. They sent another finance manager in to try to talk me into it and I told him I did not want it that's when they told me it would be for free but as you can see from the uploaded image they charged me $560.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/23/2024

  Good morning. I can email you a cancellation form today if you could please fill out it then email it back then I can get it cancelled for you. 

   

  Thanks,

  *******************

  General Manager

  Gettel Kia of Bradenton

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw an ad for a 2017 kia ******* 2T EX. Model on cars.com. I reached out to the dealership via text message, via the site itself and phone calls. I inquire about the car, was told it's still on the lot. Due to my work schedule, Inquire of the car will still be ther or could he held till I was able to go see it later in the week. Was informed couldn't hold it, but would be informed if it was sold before I had a chance to see. The dealership representative, manager and sales member all reach out to confirm I would be showing up later in the week. I Said I would, I asked about the car and even interior picture-which were not on the website to see. Come today Friday March 1st. I called ahead, updated my appointment and specify I was coming to see the specific kia *******. I driver over 2.5 hours, with traffic and i arrived and first I'm told the car was sold this morning!! I had called in the Morning! Then after the sales rep and manager talk .. the car is not sold..its not available for sale..which in that case why is even on being sold online? Let alone their website!I finally get to see the car and it's dirty on the outside and inside..as if it's been sitting for weeks.some time. Apparently they are waiting on a part..thats backorder.. but the manager doesn't know which part.. that seems a bit odd. And then, they begin to offer me another vehicle.. thats not in the same price range, not the same trim, not the same color. I appear to have been baited and switch by the dealership. I took time off from work to do this.. and I could have been told at the beginning of the week it wasn't ready!!!I wasted my time, my money on getting here, put added stress on my car. Thats at risk of breaking down.. this is unjust and bad faith practice. And all they could offered is fill up my tank.. that I had to already filled up to come here!!They should have the decency to have the requested car available and not waste the time of working people.

  Business Response

  Date: 03/18/2024

  I would like to apologize for your recent experience and any inconvenience that it has caused you. The vehicle you are interested in does need a part which is a harness that is on backorder with ***.  As soon as we receive the specific date that this part will be available and shipped from *** we will let you know. If you would like us to secure the vehicle for you, please also let me know. I know that you stated in this complaint that your vehicle is having issues so if you need something sooner, please contact me directly at ********************************* I will try my best if you do not want to wait for the part to find something that fits your needs. 

  Thank You,

  *******************

   

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *******************************, Service Advisor, ************ has lied and misrepresented the Federal Emissions Warranty on my daughters 2017 ******** Hybrid. He has told me that the car is not eligible for this warranty claims because she is not the original owner, he told me the 12v Lithium Ion battery is not covered by this warranty, and that the bad fuse that was recalled didn't cause the battery to swell. He is wrong. The fuse overheats and causes the battery to swell, it does not matter that she is a second owner Federal Law covers her, the warranty manual also states she is covered and that the 12v battery is covered and is part of the Federal coverage for 8 years or ******. *** covers the part for 10 years ******* miles. **** I informed him that he was lying and provided the information he will not refuse to speak to us about the vehicle, when it will be fixed, and he refuses to provide her with a loaner car. They have had this car since Nov 8th. She has an apartment and can't even get to work. I have filed a compliant with *** and they did in fact approve the replacement of the battery but even after they did ***** said they did it as a courtesy. I believe there is some sort of incentive to the technicians at this *** ********** to get people to pay for repairs that should be covered under the warranty. This is fraud. I am concerned about how many people that don't have my ability to research facts have paid thousands of dollars because they were lied to about the warranty coverage.

  Business Response

  Date: 12/07/2023

  We apologize to the customer for their recent experience at **********************.  The vehicle is ready to be picked up from our service department. Regarding the battery, we were told by our *** representative that they would goodwill the battery to the consumer.  If the customer has any questions or concerns, please have them contact the General Manager, ******************* at ************  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20961211
  
  I am rejecting this response because: there is a refusal on the part of Gettel Kia of Bradenton and the Service Advisor, *******************************, to accept and acknowledge his mistake.  He is and continues to lie and mislead about the vehicle's warranty.  *** battery was not approved as a 1 off goodwill gesture.  He keeps saying that and in doing so he is misleading and misrepresenting the facts.  *** 12V Lithium Ion Battery is specifically covered by the Federal Emissions Warranty.  Page 7 of the attached 2017 ***************** is says "*Refer to page 24 Hybrid Batter Pack Coverage." Page 17 details that "owner" means the original and each subsequent owner.  ******************************* told me the Federal Emissions Warranty did not apply to her as she was not the first owner and therefore, the warranty was cut in half to ****** and 5 years.  This is false.  *** Federal Emissions Warranty is MANDATED by the *** ********************************* for 8 years/96,000 miles for certain emissions components and *** goes a step further and covers it for 10 years/100,000 miles. This warranty coverage is never reduced as it does not matter who owns the car and the manufacturer is not able to edit the terms of this warranty. Page **************************************************************** fact "Specific Hybrid System Parts" and are designated and covered by for 10 years/ 100,000 miles. *** 12v Lithium Ion battery is a unified part of the Hybrid Battery Pack Assy.  *** 4 main lithium ion batteries store the electrical power of the car, the *** (Power Relay Assembly) controls the flow of the power between the 4 main Lithium Ion batteries and the 12V Lithium Ion battery.  In this situation, my car, had a recall on the fuse within the ***.  A part that was recalled twice.  *** fuse was found to be faulty without good continuity and did not meet the *** standards of less than 1 ohm of electrical resistance.  When you have bad continuity in a fuse you have way more than 1 ohm of resistance.  Why does *** require the fuse to have less than 1 ohm of resistance?  Because any more than that and it generates heat as the electrons jump from one side of the fuse contacts to the other.  In this situation the gap was so large that the reading on the tester showed OL for open line or open loop (same thing). *** heat that was created by this bad fuse caused the 12v Lithium Ion battery to swell.  *******************************, who is not the mechanic, told us that we were wrong.  *** battery swelled on its' own. This is not possible and a person who does not understand how the electrical components of car work should not be the service advisor coordinating vehicle repairs.  He directly said "I will not replace your battery, I will not provide you with a rental car, I do not care what happens to your vehicle because it's not problem". He was flippant, arrogant, rude, aggressive and hostile and ill mannered.  He, as well as his Director, ***************, would not answer calls, would not respond to emails, and would not advise when the car would be fixed.  *** thing about this whole situation is we never did anything wrong.  ******************************* lacked an understanding of how the car works, refused to listen when we tried to explain, misrepresented the warranty (he flat out lied about it) and instead of saying "you know, you're right.  I was mistaken, the hybrid batteries are part of the Hybrid Battery Pack **************************** System and ************ Control Unit that are listed as specific hybrid systems parts covered by the Federal Emissions Warranty.  I can see that on page ************************************************** my reach I confirmed that the 12v lithium ion battery is an integrated and unified part of the battery pack assembly.  *** fuse was found to be bad and will be replaced by the recall and the heat generated by that fuse damaged the battery.  Everything will be covered by the warranty and as a sign of our goodwill we are going to get you a loaner car so you can get to work and back home until your car is fixed!"  A search of the internet would have shown him that this is a common issue.  A little bit deeper of a search and he would have found all of the *** technical repair manuals like I did that detail and show that the assembly is all integrated. You can't specially decided that the 12v Lithium Ion battery is not covered because you don't want it to be. 

  This situation could have gone a completely different direction if ******************************* had some soft skills and more anger management control.  His insecurities about his lack of vehicle knowledge only allowed him to shut down and block out and logical discussions. Instead of having humility, he dug his heels in deeper.  

  I have thought a lot about why a person who has been with *** for 9.5 years would mispresent and lie about the Federal Emissions Warranty. Something so basic and clearly mandated by Federal Law.  Is it possible he would not know what the law says?  After 9.5 years? Why not admit the mistake and remove any personal liability he would assume by lying?  Why would his boss not inform him?  What's the rub?  Why lie? An industry so heavy regulated with so many fail safes for consumers, why put yourself in that position?  What is the incentive? Does *** issue bonuses to the Service Advisors who sell the most or who have the least warranty claims?  Does it improve ***'s reporting statistics for vehicle safety and reliability if they have less warranty repairs?  ******************************* does not pay for the parts or the work.  ***, as a vehicle manufacturer, is mandated by the ****************** to produce safe and reliable cars and has a duty to ensure their safety.  A known part that was bad, the fuse, a part that generates heat if bad, has been recalled twice because of the heat it generates which leads to fire.  *** fire doesn't come from the fuse, the fire actually comes from the lithium ion battery. *** car shut off so it didn't explode or catch fire.

  I filed complaints with *** ********** BBB Autoline, the ****** the ***, the **** Attorney General *********************** who then forwarded my complaint to the Attorney General's ***************************** I filed a complaint with the ******* ********** of *********** and ******** Services (DACS) and the Florida DHSMV.  *** Attorney General provided me with all the information and resources within the ****************.  *** law protects consumers from such actions.  Since ******************************* didn't do his part to honestly represent *** and the warranty coverage and because he lacked any specific hybrid vehicle knowledge which ultimately lead to this problem, I will not be satisfied until management has ensured that he will receive additional training in: conflict resolution, anger management, soft skills (people skills), training on Federal mandates and laws with regards to Emissions Warranties and consumer protection so he understands that it is illegal and therefore a liability to him and *** to misrepresent the warranty coverage.  My concern is that this issue is systemic within this dealership and others are being injured by these same actions.  This is a crime and it has to stop. *** car is repaired but the injury to us as consumers has not been addressed.  

  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kia ******** from this dealership in May of 2022 and just sold the vehicle on October 28, 2023 (had the vehicle for 18 mos). When I purchased the vehicle I also purchased 3 extra warranty contracts that I am *********** a prorated refund for the unused portion. Unfortunately, I am have no luck getting returned calls from the dealership after leaving several messages for the Finance Mgr or the General Mgr of the dealership to call me back. Here is the list of the 3 Contracts I purchased and what I am due as a refund for the unused portion:1) Service Contract 10yrs/10,000 miles @ $2176. Prorated refund due $1,849.60 2) Maintenance Plan 7/105,000 miles @ $2174. Prorated refund due $1708.14 3) Tire Contract 84 months @ $859. Prorated refund due $674.93 * Less Admin Fee of $50 x 3 = $150

  Business Response

  Date: 11/16/2023

  *******************, General Manager of Gettel *** spoke with the customer and sent her the cancellation forms via email that she will need to fill out  with the needed information and return to him. We can then research her request for a refund and proceed and get the final quote from the warranty company. If **************** needs any further information or has questions she has ****************** contact information.

   

   

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON the evening of 8-2-22, I purchased a new KIA **** from this dealership. I recently refinanced the auto loan for this vehicle for a lower interest rate. I contacted the dealership about three weeks ago to cancel the *** policy. I was told they had no record of me purchasing the car. I found the paperwork associated with the transaction. Stock # *******. I was told recently they email me the cancelation form to cancel my *** Insurance policy. I am still waiting for the cancelation form. **************** in this area could use some improvements. THANKS

  Business Response

  Date: 08/08/2023

  *********************************, Sales Manager ****** *** reached out to the customer and supplied him with the necessary documents that he requested to cancel his Gap policy. *************, Customer Relations left Mr. **************** a voice mail on 8/8 asking him to call her if he had any other issues on applying for the cancellation.  If we can be of further assistance to ************************ please have him contact us directly.